National Customer Satisfaction Index (ZimCSI)

CSIlogoSelect Research and its partner CICM adopted the ZimCSI which uses customer interviews as input to a multi-equation econometric model developed by the American Customer Satisfaction Index (ACSI) at the University of Michigan’s Ross School of Business. The ACSI model embeds customer satisfaction within a series of cause-and-effect relationships. In the model, indices for the drivers of customer satisfaction are; customer expectations, perceived quality, and perceived value while customer satisfaction (NCSI) is in the centre, and the outcomes of customer satisfaction are; customer complaints and customer loyalty, including customer retention and price tolerance.

In this first edition, Customer satisfaction measurement was done at a company level. Within each sector companies were selected on the basis of total sales or market share. Measured companies represent a significant proportion of the overall market share of the sector. Males and females were targeted and aged 15 and above. Coverage was nationwide in both urban and rural areas with a skew towards urban area because of the variability in the activities in the urban areas. The Nationwide Sector sample was 2500 and was distributed evenly in all the sectors and varies with the regions Northern and Southern Region.

Select Research Retail Audit Services

Retail Audit is a research instrument which involves the tracking and monitoring of the movement of products in various trade channels on a regular basis – ranging from monthly to quarterly and to biannually. Both client and competitor products are surveyed for benchmarking purposes as well as enabling calculation of market shares.
With our Retail Audit, trained auditors will gather information on price, sales volume, stock levels, effectiveness of in-store display and promotion efforts, availability and state of coolers and other product/ brand associated aspects. This information is then collated and made available to the client for analysis and reporting on a monthly basis.

Our Retail Audit benefits both the manufacturer and the retailers involved. For the manufacturers, the advantages include the ability to:

  • Monitor and analyse own brand sales performance within the various types of outlets and different regions.
  • Compare and analyse own brand sales performance with that of competitors.
    Analyse the impact of trade promotion activity on sales.
  • Establish product listing arguments.
  • Develop account level strategies to increase sales.
  • Make fact-based decisions.


Superbrand SurveyThe Superbrand concept is meant to promote the discipline of branding in the country, as selected by consumers and industry experts. It aims to identify those brands that are performing above and beyond others within the market. It identifies and pays tribute to exceptional brands by recognising, rewarding, and reinforcing leading brands, be it local or international brands.

To facilitate identification of such brands, there are two phases involved, market research which is done amongst consumers at both B2B and B2C levels, commissioned to identify brands that meet the superbrand definition. The identified brands are presented to an independent adjudication committee for endorsement. Select Research has been the chosen research partner since inception.

WITS Regional Health Survey

Superbrand SurveyKnowledge, Attitudes and Practice (KAP) on TB, HIV and Silicosis Survey to inform an Information, Education and Communication (IEC) Strategy for the Mining Sector in Southern Africa Specifically, the baseline survey will seek to establish the following benchmark information: The specific objectives of this work are to:

1. Conduct a quantitative study to assess Knowledge, Attitudes and Practices (KAP) of mineworkers, ex-mineworkers and their families and communities with regard to TB, Silicosis and HIV in the 10 countries
2. Analyze all resultant data to identify key issues that impact on key populations’ understanding of TB and their TB status, Silicosis, HIV, access to care and continuing care and treatment to full cure.

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